# KYC failed, I emailed support, they sent me here **URL:** \ **Category:** Support Help\ **Created:** [January 23, 2026, 8:43am UTC](https://community.retellai.com/t/kyc-failed-i-emailed-support-they-sent-me-here/585 "2026-01-23T08:43:58Z")\ **Posts on this page:** 5\ **Page:** 1
**Author:** ![okreitz](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/okreitz/32/516_2.png) [@okreitz](https://community.retellai.com/u/okreitz)\ **Post date:** [January 23, 2026, 8:43am UTC](https://community.retellai.com/t/kyc-failed-i-emailed-support-they-sent-me-here/585/1 "2026-01-23T08:43:58Z")
Hi there, I went through KYC yesterday and the identity provider cleared the process without issues. However I get “KYC Verification Failed: Need manual review. Please contact [support@retellai.com](mailto:support@retellai.com) for assistance.” I emailed but the support pointed me here. What are the next steps? ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 23, 2026, 8:44am UTC](https://community.retellai.com/t/kyc-failed-i-emailed-support-they-sent-me-here/585/2 "2026-01-23T08:44:18Z")
Based on the documentation and community support patterns, here are your next steps for manual KYC review: **1. Send your documents to [support@retellai.com](mailto:support@retellai.com)**[(1)](https://discord.com/channels/1186424376300679209/1452017390694039713)[(2)](https://discord.com/channels/1186424376300679209/1455756619353817109)[(3)](https://discord.com/channels/1186424376300679209/1451700543687757876) Include in your email: - Your account email address[(1)](https://discord.com/channels/1186424376300679209/1452017390694039713) - Your Workspace ID (if available)[(1)](https://discord.com/channels/1186424376300679209/1452017390694039713) - Your government-issued ID documents[(1)](https://discord.com/channels/1186424376300679209/1452017390694039713)[(3)](https://discord.com/channels/1186424376300679209/1451700543687757876) - A clear explanation that you passed the identity provider verification but received the manual review message **2. Follow up on Discord** [(1)](https://discord.com/channels/1186424376300679209/1452017390694039713) The support team monitors the Discord community. You can post in the appropriate channel with your case details to expedite the review process[(1)](https://discord.com/channels/1186424376300679209/1452017390694039713). **3. Expect manual verification processing time** [(2)](https://discord.com/channels/1186424376300679209/1455756619353817109)[(3)](https://discord.com/channels/1186424376300679209/1451700543687757876) Manual account verification takes some time to complete[(3)](https://discord.com/channels/1186424376300679209/1451700543687757876). The support team will review your documents and update you when the verification is complete[(1)](https://discord.com/channels/1186424376300679209/1452017390694039713). **Important context** : The system may flag accounts for manual review even after passing the identity provider check[(4)](https://docs.retellai.com/accounts/kyc). Each person can verify only one account, and the system detects duplicate identities[(4)](https://docs.retellai.com/accounts/kyc). If you previously had a verified account that was deleted, you’ll need to contact support for a manual review[(4)](https://docs.retellai.com/accounts/kyc)[(2)](https://discord.com/channels/1186424376300679209/1455756619353817109). ---
**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\ **Post date:** [January 26, 2026, 6:22pm UTC](https://community.retellai.com/t/kyc-failed-i-emailed-support-they-sent-me-here/585/3 "2026-01-26T18:22:07Z")
Hello @okreitz Can you please share the account email with us from ---
**Author:** ![okreitz](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/okreitz/32/516_2.png) [@okreitz](https://community.retellai.com/u/okreitz)\ **Post date:** [January 27, 2026, 9:48am UTC](https://community.retellai.com/t/kyc-failed-i-emailed-support-they-sent-me-here/585/5 "2026-01-27T09:48:44Z")
Sure. It’s [okreitz@gmail.com](mailto:okreitz@gmail.com) I also emailed everything Evy listed ---
**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\ **Post date:** [January 27, 2026, 10:04pm UTC](https://community.retellai.com/t/kyc-failed-i-emailed-support-they-sent-me-here/585/6 "2026-01-27T22:04:58Z")
> [@okreitz](#): > > [okreitz@gmail.com](mailto:okreitz@gmail.com) Hello, should be approved now.